858 Computer Service and Repair
available for the most common customer problems and questions. Level-two
support is provided for problems that are much less commonly encountered or
more unique in nature. For example, a new software application that has just
been released to the public may be conflicting with another software application.
The problem is so new that there is no or very limited information. The level-two
support technician works closely with the customer to solve the problem. The
technician may need to recreate the problem before being able to find a procedure
for correcting the problem.
Level-three support is typically provided outside the immediate technical
support location. For example, a third-party company, such as Microsoft and
IBM, provides level-three support when a problem cannot be solved locally by
level-one or level-two support. This is often a combined effort to solve a customer
problem and is coordinated by the original support team member who is a level-
two member at the home company. Level-three support may involve software
programmers and engineers. Consumers are generally never involved with level-
three support personnel.
Figure 20-3.
HelpStar service
request. (Help
Desk Technology
International
Corporation)
Level one
Level two
Level three
Help desk, Web site, or call center.
Supervisor over the level-one response team.
Supervisor (level two) working with third-party support from
a larger company.
Support Level Description
Figure 20-4.
The levels of support
through which a
problem can flow.